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Ensure QA scores are consistent and everyone feels that they are being treated fairly. Invite colleagues to “blind-score” the same conversation then compare scores, report and track variation and then agree on a common consensus.
Show your agents they have a voice and empower them to participate actively in your QA programme using an intuitive, transparent appeals system.
Be the first to know when someone in your team needs some support, with alerts configured to notify you when an agent’s performance dips.
Inspire your agents to higher levels of performance with a bit of friendly competition! A game-based agent interface monitors agent performance against both themselves and peers.
Celebrate great performance with your department’s leaderboards, with tables for both highest performers and biggest improvers.